Customer Satisfaction and the Patient Portal
Response
Online portals are used as platforms for enhancing communication between organizations and other stakeholders. In the health care sector, patients’ portals facilitate communication between care providers and patients (Dendere et al., 2019). The organizations that are more likely to utilize portals include health care facilities, retails stores, learning institutions, and hoteliers, among others.
The very reason for using patients’ portals is to enhance customers’ experience. They should have several specific features, which include information about the dates and times of appointments, health profiles about the patients, the outcomes of tests, and the kind of treatment being administered (Kudyba, 2018). In general, the information in the portal should provide detailed information about patients. The service providers should use the information to know more about their clients.
The portals can increase customer satisfaction by facilitating engagement with the patients. The portals should be used as an electronic platform for accessing, storing, and managing information about patients (Kudyba, 2018). It is a strategy that is swift and more accurate when used correctly. The health care services providers can also allow the patients to make inquiries through portals.
There is analytics used to assess the value of a patient portal. They comprise operational efficiency, customer participation in decision-making, enrolment level, the ability of the patients to adhere to their appointments, and the feedback shared by the clients (Dendere et al., 2019). Since the use of online portals is becoming very common in the health care sector, several features can be incorporated to make them more useful. The portal capabilities to include, are patient segmentation, doing customer surveys, and monitoring patients’ adherence to medication plans. From the course, I hope to get insight into the use of portals in patient care (Kudyba, 2018). That is essential in advising management on ways to make use of digital technology to improve customer satisfaction.
References
Dendere, R. et al. (2019). Patient portals facilitating engagement with inpatient electronic medical records: A systematic review. Journal of Medical Internet Research, 21(4): e12779. https://www.ncbi.nlm.nih.gov/pmc/articles/PMC6482406/#__ffn_sectitle
Kudyba, S. (2018). Improving Efficiency through Technology, Analytics, and Management, 2nd edn. New York. ISBN-13: 978-1498746359.